This team in our Monterrey Center of Excellence support US and Canadian customers.
Team members are individual contributors who are part of a larger team with aligned goals. Team members are also responsible for providing actionable ideas that drive efficiency and continuous improvement for our customers.
**What You'll Do**
- Be a Problem-Solving Expert: Provide customers and carriers with prompt updates on their escalations while maintaining facility and/or customer communication to solve the issues in a timely manner
- Serve as a stakeholder to our Customer Experience teams and provide feedback on how we can improve carrier, facility, and customer communications to generate quicker resolution times
- You are the front line to our customers and carriers after regular business hours - understand their needs and what the problem is and work with them to provide timely solutions for live load issues
- A Call First Mentality: Must be prepared to make calls to customers, facilities, and carriers that will help resolve escalations quickly and efficiently
- Able to prioritize actions taken on escalations based on level of urgency
- Maintains a cooperative and professional work relationship with all stakeholders
- Participate and engage in regular team meetings and one-on-ones with your manager
- Evolve and adapt to a team that continuously changes as Uber Freight grows
**Tasks Include**
- Receive escalations and quickly understand the load issues
- Call carriers to communicate solution ownership and progress; provide updates while working to solve load issue - setting expectations with carrier via phone with ETA to solve in after-hours space
- Proficiency with internal tools, processes, SOPs
- Deliver final resolution to the carrier, clearly document what steps were taken to solve
- Prioritize multiple escalations at once
- Communicate with correct point of contact at customer and/or facility
- Follow customer-specific SOPs
**Basic Qualifications**
- High school diploma, GED, or equivalent
- Excellent English language skills - verbal and written
- Two years of work experience with customer interaction and communication**:
- or - **Bachelor's Degree complete **AND** **one year of work experience with customer interaction and communication
**Skills**: Required
- Bilingual English/Spanish